HESSIAN OURART

Global Shipping
Shipping FAQs
Which countries do you ship to?
We typically ship to most countries via express delivery, and to many countries via standard delivery. You can confirm with our team whether standard delivery is available in your country.

We cannot ship to PO Boxes or APO/FPO addresses.

*Note: Generally, we only offer designated delivery to India and Russia. We only offer express delivery to countries in Africa, Argentina, Hawaii, Kuwait, Mauritius, Montenegro, and Sri Lanka.

Due to unpredictable factors such as pandemics and wars, delivery times may be adjusted.

How much does shipping cost?
We offer two shipping options: standard delivery and express delivery.

Standard delivery is free to most countries, while express delivery costs between $15 and $50, depending on your country. If your order is over $270, express delivery is free*.

*This applies to most countries. However, large items (such as headphones and desktop DACs/AMPs) are not eligible for free shipping. For large items, free shipping is only available for orders over $499.99 USD.

Shipping costs do not include import taxes or handling fees that may apply in your country. Audione is not responsible for these charges. If you refuse to pay taxes/duties, shipping costs will still be deducted from the round-trip shipping fee you paid. Due to taxes and other miscellaneous fees, shipping costs may be higher than the amount shown on your order.

Some packages marked "Return to Seller" may be destroyed by postal or customs officials if the buyer refuses to accept the package or fails to pay taxes. No refund will be given in such cases.

For some countries, standard shipping via Yanwen Express includes taxes. However, Audione is not responsible for any additional administrative fees or handling charges imposed by your local courier or customs. Please confirm with your local customs office.

Express shipping to certain remote areas may incur additional charges. We will contact you if additional payment is required.

If you have any questions about shipping, please contact us before placing your order.

How long does it take to receive your order after placing it?
For in-stock items, your order will be shipped within 3 business days. You can check the stock status of any item with our staff.

Custom items may take longer. Please contact our staff for more information.

On normal, non-promotional days, after your package is shipped:

With standard shipping, your item will take approximately 2-4 weeks to arrive after it is shipped. For some countries, it may take up to 2-3 months, depending on your country, customs, and other factors. *Shipping times are beyond our control. Audione will not issue refunds. Please consider upgrading to an express delivery service or allow for the waiting time.
After shipping with an express delivery service, your item will take approximately 3-7 days to arrive.
*Note: Holidays or other unforeseen circumstances may affect delivery times.

What if your package has been shipped but has not arrived?

First, contact your local courier with your local tracking number.
If your package has been in transit for at least three months, it may have been lost.
For orders under $50, you can choose a one-time reshipment or a full refund (cash payment) via PayPal/credit/debit card.
For orders over $50, we only process a 50% refund of the order amount for cash payments via PayPal/credit/debit card. If you have any questions about standard delivery, we recommend choosing DHL courier service.
If a package is undeliverable due to any of the following circumstances, the customer is responsible for the consequences and costs incurred:
The address or phone number provided by the recipient is incorrect; The courier is unable to contact the recipient; The recipient refuses to sign for the package; The package is lost or damaged due to the recipient selecting "No Signature"; The recipient refuses to pay local taxes/handling fees; The recipient refuses to provide customs clearance documents; Who is responsible for import taxes/duties?
The customer is responsible for any customs duties/import/handling fees that may be incurred on the package.

If you refuse to pay these fees and refuse to accept the package, you will still be responsible for the shipping charges. Audione will only refund your order amount after deducting round-trip shipping costs.

How can I get help with my order?
Order cancellations and/or modifications can only be processed manually by our staff, provided your order has not already been processed by our warehouse team.
Please place orders with caution, as our support team may not be available on weekdays or weekends.

Warranty Policy

Warranty Definition

A warranty is our written commitment to repair or replace a product that is defective due to a manufacturing defect.

 

*In some cases, the warranty may not apply or may be limited in coverage. Please see the following section.

 

Warranty Period

Audione offers a one-year warranty on our products (excluding cases, earbuds, and other accessories). Audione offers a three-month warranty on cables and adapters. The warranty period begins on the date of purchase. If you encounter any issues, please email jiaomei_liu@audione.net.cn. If you do not receive a response to our email within three business days, please contact us through our website to inquire.

 

Non-original buyers must notify us to inquire about the warranty status of their purchase and whether a warranty claim is available. We require details such as the order number, the non-original buyer's personal contact information, and the shipping address.

 

For Audione's own brands, such as TANGZU, we can provide repair services even if the order number is not available, as long as the product is still repairable. However, this service does not apply to discontinued products. You are responsible for all shipping and repair costs. For products without an order number, expect longer repair times.

 

Defective Products

The Audione warranty covers any factory defects that may affect the normal functionality of your product. It does not cover damage caused by human error, negligence, or other factors (see below for more details).

 

If your product is defective, please follow the instructions below:

 

Send an email to jiaomei_liu@audione.net.cn with an appropriate subject line.

 

Include your order number and clearly describe your issue.

 

Attach photos and videos to prove your product is defective.

 

If the photos/videos provided are insufficient to prove the issue, we will conduct further inquiries.

 

Once we confirm that your product is defective due to a manufacturing defect, we will arrange a replacement, partial refund, or full refund, as applicable.

 

We may require you to return the defective product to Audione for a replacement.

 

Audione will only cover the shipping costs of a partially defective product within 7 days of receipt if you can verify the manufacturing defect with video/photos. We will only reship the defective product once we have received it. Audione does not cover shipping costs for customers who choose a full refund.

 

Items claimed to be defective after 7 days must be returned to Audione for inspection to detect any factory defects. Audione does not cover shipping costs. We only cover repair/replacement and return shipping costs (excluding any local taxes, importation, or processing fees that may apply).

 

*Note: Warranty procedures may vary depending on the product and the issue. If you encounter any issues, please contact jiaomei_liu@audione.net.cn immediately. If you do not receive an email response within 3 business days, please contact us via our website or Discord for verification. If your failure to contact customer service promptly results in a deterioration in the product's condition, your 1-year warranty may be limited or voided.

 

Wrong/Missing Items Upon Delivery

As a general rule, upon receiving a package, please verify the contents and ensure the packaging is intact before signing for it.

All customers must take an unboxing video of the entire sealed package from all angles, opening the package and the product. Failure to provide this video will invalidate any claims for wrong or missing items.

 

If you have any claims of incorrect/missing items, please email jiaomei_liu@audione.net.cn. Please provide the following details.

1) Email jiaomei_liu@audione.net.cn with an appropriate subject line.

2) Provide your order number and clearly describe the issue.

3) Attach photos of the sealed package and packaging, as well as an unboxing video, to prove your product is incorrect/missing. Shipping information must be clearly visible on the package.

 

Once the issue is confirmed, we will arrange a replacement or refund (as applicable). For items claimed to be missing from the package or sealed product, an unboxing video is required. For incorrect items, Audione will determine whether you need to return the incorrect item.

 

Warranty is not applicable in the following cases:

Product damage caused by accident, user negligence, disassembly, water damage, improper handling, mismanagement, abuse, improper installation, vandalism, or modification. The product was a prize or giveaway.

The product was not purchased from audione.store (for example, if you purchased from AliExpress, a crowdfunding campaign, Amazon, a local reseller, etc., please contact the store or reseller directly).

Products may wear out over time, including cosmetic changes such as color change.